Rob Klein Email & Phone Number

Leading operations, workforce management, financial management, and enterprise projects, I drove change and championed standardization to drive service delivery excellence, motivating and enabling 300+ global management and technical support staff to achieve performance metrics and compliance.Cost & Resource Savings:► Delivering $35M savings over two years by developing the business management function (financial, workforce, audit/compliance, PMO, and SLA/metric reporting) to oversee for End User Computing.► Creating a full-cycle desktop asset management program that eliminated $1M per year in write-offs.► Developing and introducing a field services support model that reduced expenses 25%.► Improving service levels by transitioning outsourced global Help Desk operation to an internally staffed operation while reducing expenses and increasing customer satisfaction.Organizational Transformation:► Partnering closely with HR to track resources, fill positions, and manage reductions, working with managers to develop reduction plans and sustain positive employee relations.► Directing an enterprise-wide project to redefine processes and procedures using ITIL guidelines, fostering a more transaction-driven organization.► Establishing ITIL-based reporting metrics, tighter controls, and more refined process rules as manager of enterprise infrastructure change management.► Instituting pre-audit self-assessments to proactively mitigate audit findings and manage risk.Centralization & Consolidation:► Centralizing regional data centers into a global, enterprise data center, including establishing and leading new administration and operations.► Consolidating three separate incident ticketing systems into one common system and introducing numerous process and resource consolidations, partnering with HR to manage reductions.► Streamlining the root cause analysis process for customer write-ups on critical outage situations, improving turnaround time by 30%.

As the leader of all Holding Company Infrastructure groups, I optimized and scaled infrastructure operations and managed a $25M budget to meet evolving business needs and support long-term global growth. My accomplishments include:Consolidation & Cost Savings:► Consolidating three separate support organizations into one IT support group, including leading process change and implementation, standardization, and organization structure.► Decreasing operating expenses 15% by consolidating five separate Help Desk operations into one centralized operation, enabling workforce reductions.► Shaping enterprise and infrastructure processes and practices, including collaborating on an enterprise-wide procurement standards project that resulted in a 15% cost reduction.I began with AIG as a Senior Financial Systems Analyst, followed by a promotion to Director, Financial Systems.

Managed work measurement and productivity study in Loan Operations resulting in a 50% staff reduction due to operational and computer system efficiencies.Project manager for a conversion from a service bureau to an in-house model supporting mainframe based banking application systems. Project included a new POD system.Managed branch banking office supervising teller and new account operations.Responsible for loan oficer credit decisions and provided lending services to retail and commercial customers.Developed disaster recovery plan for Bank Operations.